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Esha Mohammed Mwijuma

Master of Art in Public Policy and Administration

Kenyatta University



Francis K. Kiarie

Kenyatta University



CITATION: Mwijuma, E, M., & Kiarie F, K. (2021) Effectiveness of Public Complaints Management on Service Delivery in The Public Sector: A Case of Kenya’s Ombudsman, Mombasa County, Kenya. International Journal of Arts and Entrepreneurship. Vol 10 (10) pp 14 – 25.


There are difficulties in measuring the effectiveness of inspectors. Many achievements of the ombudsman come from the actions of others, not always under the explicit guidance of the ombudsman. The fact that people can use a free independent complaint resolution mechanism can also help avoid increased costs due to lengthy disputes. What are the widely accepted factors that Ombudsmen institutions share that contribute This study sought to determine the effectiveness of public complaints management on service delivery in the public sector: A case of Ombudsman. The study addressed the extent to which responsiveness and accessibility of the Ombudsman institution influences customer satisfaction of the services offered at the Office of the Ombudsman in Mombasa County. The study was guided by Agency theory and Assimilation Theory. The study adopted exploratory research design. The study targeted 200 people working at Ombudsman office. Slovenian formula was used to determine a sample size of 137 respondents. Simple stratified random sampling was used to select the respondents. Questionnaires were utilized to collect the data. The gathered data were analyzed descriptively with the aid of statistical package for social science (SPSS v. 23). The findings established that public service delivery of the public institutions is impacted greatly by the complaint handling procedures in place. Services provided by public institutions were characterized by excessive delay, abuse of power, caution, inefficiency, corruption, incompetence, serious injustice and misconduct. Often customers are the first to identify when things are not working properly. The study recommends to the government institutions offering public service to ensure that they have a good record-keeping system as depicted in the analysis. Secondly, the study recommends that staff in public offices be continuously trained on skills of service delivery. The ever-evolving customer care skills should also be passed on to the workers in all job categories through on-job training and seminars. The study recommends to the office of the Ombudsman and other general public institutions to devise methods of calculating the response time for service delivery. Finally, the study suggested that the Kenyan government, through the Office of the Ombudsman, should have a well-designed mechanism to improve the flow of personnel in and out of the office.



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